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On-hold music
About on-hold music
You can improve your callers' experience by playing music or messages if you have to place them on hold. You
can play background music so callers are not left in silence, or use the opportunity to deliver informative or
promotional messages.
On-hold music for call centres
On-hold music for call centres is configured as part of setting up a call centre.
Read about setting up on-hold music and other announcements for a call centre>
Uploading files
You can use One Net Service Portal to upload WAV or WMA audio files. Your recordings must not be longer than
10 minutes.
Read about file formats for messages>
Setting up on-hold music
If your organisation has the on-hold music service, a site administrator can set it up for their site. These settings
apply by default to all users on the site. If the on-hold music service is assigned to a department, a department
administrator can set it up for their department. If users have the on-hold music user service, they can switch it
on or off.
If you don't set up on-hold music for your site or department, the default system on-hold music is used.
You can choose whether or not to play on-hold music when a call is put on hold, parked or camped against a
busy phone.
You can select different media sources to use for external and internal calls. The options are:
l The music defined for the system
l A custom file
Music rights
Before you upload music, you must check that you have the rights to play it.
To enable on-hold music for a department
1. Select Site services > On-hold music.
2. Select Add for the required department.
To set up on-hold music and video for the site or a department
1. Select Site services > On-hold music.
2. If you want to set up on-hold music for a department rather than the site, select the required department.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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